Positive return experience:You want to exchange defective merchandise and the clerk is polite and sympathetic as he says, "I am sorry you had this trouble. I'll get another pair you right away." The clerk brings the replacement and thanks you.
Negative return experience:You want to exchange some defective merchandise but the clerks seems angry. He/she says,"I have had it with you people, you are always trying to get something for nothing." The clerk exchanges your item rudely.
Pleasant environment: The department store is clean, well laid out with a good variety of high quality, reasonably priced, merchandise. The employees are friendly and knowledgeable.
Unpleasant environment: The department store is dirty, disorganized with a small selection of over-priced items. The employees are overworked and rude. The lines to check-out are long, as there are not enough cashiers open.